Wrapping Siebel for a more Productive Service Experience

As any call center director knows, traditional CRM applications like Siebel that were costly to implement are also costly to rip out and replace. In today’s fast-paced world of high demands, it just does not make sense to start over from scratch for some organizations. Whether it’s because of perceived risk, bad timing, the cost of data migration or a shortage of development staff, the reasons are significant. And while in its heyday Siebel did a nice job of capturing and tracking sales, service and marketing interactions, the system lacks certain capabilities that enable a connected enterprise and the business agility required to compete in today’s rapidly changing world.

That’s why we’ve taken an innovative approach with Pega that allows companies to leverage our technology while retaining – and extending – their existing Siebel CRM systems. Put simply, we do this by combining best practices and business process technology to “wrap and renew” an organization’s current Siebel components. This enables them to connect to the enterprise and gives the business control without requiring customizations or coding.  The results are noteworthy: reduced operational costs, fewer errors, shorter training times and improved productivity. In fact, we’ve teamed up with Cognizant, one of our Platinum Partners, to document more about this very topic.

The need to extend legacy implementations like Siebel beyond their limits is more evident today than ever. By modernizing their existing Siebel technology to support shifting business needs, organiza­tions can retain and build on their systems — as opposed to a more drastic “rip and replace” alter­native that negates the company’s original investment. This involves time-consuming development and implementation and requires specialized user training for effective adoption and proper use once deployed. 

By wrapping Siebel, companies can now more easily deploy customer processes that extend across all channels including social and mobile and enable seamless transitions among those channels.  They will be able to orchestrate numerous back-end systems and rapidly configure new ones. They can also extend existing servicing processes to account for new regulations, products and markets without customizing their Siebel system.

I’ve said this before, but it bears repeating: successful companies want the same thing that customers do.  They want to deliver a great service experience because they know if they cannot meet a customer’s expectations the customer will switch to someone who will.  These companies do not lack the desire to deliver a great experience, but they cannot just focus on giving their customers everything. They have to balance customer service with the cost to deliver the service (aka customer might be happy, but the shareholders are not), their legacy systems and business goals. But if their systems cannot keep pace, they will continue to play catch-up – or worse.  In breathing new life into their Siebel deployments by “wrapping and renewing” those systems, companies can deliver more personalized experience, increase employee productivity, realize new levels of automation and decrease their maintenance costs.